Assistant Manager – Client Retention, Healthcare Division at Madison Group Limited

Overall Responsibility:

Oversee the Healthcare Division Business Retention and Client Service team to achieve the set renewal targets and ensure high quality and consistent standards of customer experience and relationship management.

Key Responsibilities:

• Develop and effectively implement the Business Retention Strategic Plan for Healthcare Division in liaison with the General Manager – Healthcare Division
• Develop and continuously monitor measures to support service delivery to ensure delivery of the service charter of the company and the Service Level Agreements in place
• Develop mechanisms for client engagement and feedback to achieve Customer Service Index targets for the Healthcare business
• Oversee, and support the retention team and ensure renewal of the existing clients as per the set targets by managing the customer journey culminating to renewal
• Maintaining strong working business relationships with Intermediaries, Clients, all departments and all business stakeholders
• Monitor the implementation of the customer retention benchmarks for all clients to ensure 100% execution including member education, scheme performance reviews
• Collaborate with clients and other teams to design and implement innovative solutions that meet client needs and enhance value proposition in service delivery
• Constant engagement with clients on scope of cover, processes, scheme performance, health talks, service meetings, renewal meetings and drive solutions to maintain overall performance within set business parameters 
• Ensure timely debt collection, receipting and allocation as per the company Credit Policy in collaboration with Credit control team
• Ensure compliance with all insurance regulations and company’s policies and procedures
• Mentor and guide the client retention team to support their learning and growth
• Accurate and timely reporting of client feedback, needs and other client management reports
• Any other duties assigned by management from time to time

Skills and Competencies Required

• Strong leadership and people management skills
• Strong business relationship management skills with clients and intermediaries
• Strong skills in business strategy development and execution
• Excellent skills in identification and resolution of critical client service issues
• Ability to work independently and build effective interpersonal relations
• Professionalism in dealing with both internal and external stakeholders
• Excellent communication, presentation and negotiation skills
• Integrity and honesty

Experience and Knowledge Required

• At least 3 years’ supervisory/managerial experience in a busy healthcare insurance environment
• Demonstrated knowledge of managing client service operations 
• Demonstrate good understanding of healthcare insurance business operations 
• Addressing operational concerns and issues, monitoring overall customer satisfaction
• Demonstrated experience engaging clients and intermediaries at high level, and negotiating renewal terms
• Demonstrated understanding of market dynamics in healthcare insurance industry

Academic and Professional Qualifications required

• A degree in Business Administration/Marketing/Insurance/Operations or equivalent
• ACII or AIIK or CIM qualifications or good progress